Job no: 508486
Work type: Staff Full Time
Location: UMass Amherst
Department: Student Services
Union: USA/MTA
Categories: Student Affairs & Services, Residence Life & Housing

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

This position leads the operations and clerical functions for one of eight comprehensive residential service desks. Areas of responsibility include but are not limited to direct customer service delivery, supervision of assigned student staff, payroll processing, and clerical supports as required.

Essential Functions

• Provide primary customer support for one Residential Service Desk. Use quality customer service techniques to provide appropriate referrals to student inquiries regarding campus offices. Enter all customer interactions into the Residential Life Student Services (RLSS) Customer Contact System program. Respond to all first level customer complaints. Initiate research and gather information as a part of Customer Response Management. Provide documentation to support findings. Run queries and reports from Customer Contact System as necessary.
• Recruit, hire, train, supervise and evaluate 15 student staff to ensure consistent delivery of quality customer service.
• Implement and utilize card access and key systems per established policies and protocols. Check out replacement keys to students in the event of a lockout. Order lock recores in the event of lost keys and track every recore ordered. Update student key information in SPIRE. Perform daily key audits and investigate any discrepancies. Complete any related documentation to ensure the safety and security of up to approximately 2,600 residence hall bed spaces. Supervise and train student staff in all aspects of key management.
• Performs mail distribution of a Residential Service Desk area of up to 2,600 residents. Record and track delivery of package mail from the United States Postal Service and other delivery vendors. Perform a daily package audit. Investigate packages missing or otherwise unaccounted.
• Perform and complete residence hall Opening and Closing responsibilities, including but not limited to using SPIRE screens for check-in/out processes and monitoring early arrival activity. Report and track no-shows and withdrawn students. Train and supervise staff in updating resident occupancy information in SPIRE.
• Oversee in-semester occupancy management for a Residential Service Desk area consisting of up to 2,600 residents. Facilitate on-site check-in and check-out procedures during the academic year. Update student residency information in SPIRE. Reconcile occupancy discrepancies on a weekly basis.
• Enter damage billing information, generate and distribute billing notices for a Residential Service Desk area of up to 2,600 residents. Review, research and coordinate information for damage and billing appeals. Respond to inquiries and provides customer support as needed. Enter billing appeals and update charges as necessary.
• Provide clerical support for the Residence Hall Services Manager. Maintain files, coordinate meetings and distribute correspondence. Use software applications and technology to resolve office inquiries and to complete projects and assignments.
• Serve as a member of the Residential Life Student Services team to develop, review, and modify RLSS goals, policies and priorities designed to enhance staff effectiveness. Collects data for research projects and prepares reports for the Residence Hall Services Managers and the Director of Student Services for Residential Life.
• Prepares and performs data entry for weekly time and attendance, payroll submittals, hiring of 15 student staff, and timely submission through the HR Direct system. Record and distribute time sheets and payroll checks for full-time and student employees. Collect, audit and confirm data retrieved from KRONOS, HR Direct and other programs.
• Utilize and monitor Service Desk computers and apply and enforce electronic policies to include proper training for email, logs, queries, and appropriate use of University equipment.
• Monitor assigned budget expenditures and provide quarterly, mid-year and year-end information for budget reviews. Prepare purchase requisitions and use ProCard to purchase, maintain and distribute office equipment and supplies for Residential Service Desk. Monitor expenditures and reconcile monthly ProCard statement.
• Attend staff meetings with supervisor as scheduled or requested.
• Inventory office supplies and monitor the maintenance of office equipment such as photocopier, PCs, printer, fax machine and any digital equipment.
• Operate a motor vehicle to transport supplies and equipment, as well as to travel to various work sites.
• As required, attend workshops, classes, or training sessions to advance skills and knowledge in areas such as computers, software/programs, management, interpersonal, and supervision skills.
• Perform related duties as assigned or required to meet University goals and objectives.

Other Functions

• Performs related duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.

• Understands responsibilities with respect to Title IX, Clery and other compliance requirements.

• Demonstrates capacity, skill and willingness to engage students and contribute to student success.

• Works collaboratively with other campus stakeholders to fulfill the mission of Student Affairs and Campus Life.

• Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and with University policy.

• Contributes toward creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.

• Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.

• Uses access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• High school diploma or equivalent.
• Valid Massachusetts Class D Driver’s License.
• Extensive office experience to include office management, supervision of staff and the operation and application of various office machines.
• Advanced knowledge of Microsoft Office programs and related desktop tools.
• Excellent customer service skills.
• Ability to exercise sound judgement and discretion in management of confidential information
• Ability to maintain accurate records
• Ability to provide excellent customer service for a college age group of clients in a professional setting, including providing assistance and guidance.
• Ability to supervise, assign, and review work of student staff, which includes the planning and assigning of work and assessing training needs.
• Strong interpersonal skills; ability to work well with students, parents and department staff of diverse populations.
• Ability to work under pressure in a fast paced environment with ability to multi-task, think critically, and problem solve with minimal direct supervision.
• Ability to organize, plan and complete work assignments with minimal supervision.
• Willingness to accept new projects or tasks.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Knowledge of Residential Life and University policies, procedures and protocols.
• Competency in using specialized software applications utilized by Residential Life Student Services
• Remain current with the changing software and database systems utilized by Residential Life Student Services.
• Skill in usage of technology resources, such as SPIRE, KRONOS, HR Direct, macros and queries.

Physical Demands/Working Conditions

• Driving, Typical Office Environment.
• Operate a motor vehicle to transport supplies and equipment, as well as to travel to various work sites.

Additional Details

• The working title for this position is Residential Desk Services Coordinator (RDSC).
• This is a full-time, 35-week position and reports to a Residence Hall Services Manager.
• While established as a 35-week position under current collective bargaining agreements, it is anticipated that this position will be scheduled approximately 40 weeks per year.
• Some weekend and evening work required, including during residence hall openings/closings, inter-session and summer school transitions.

Work Schedule

• 37.5 hours per week

Salary Information

USA Grade 13

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: May 27 2021 Eastern Daylight Time
Applications close: